Assistance Coordinator

Kuala Lumpur
Permanent
NA
Telecommunications, Call Centre, Customer Service
Job details salary Up to RM 3500 + Benefits
Salary: Up To RM 3200
Working hours: 24/7 rotational shifts
Work location: Jalan Pinang
 

JOB SUMMARY:
The Senior Assistance Coordinator (SAC) or Assistance Coordinator supports the Assistance Operations Department to deliver services to the client’s and subscribers of Mondial Assistance. Duties are subject to change at the Team Leader’s request.
 

SPECIFIC DUTIES AND RESPONSIBILITIES
Roadside Assistance (RSA)

  • Handle inbound and outbound calls, dispatching of suppliers (towing, technician service) and correspondences for all Mondial client services.
  • Assist clients as necessary by taking required actions to arrange services and benefits according to subscriber’s needs and policy coverage. Act as the liaison between the end- customer and the third-party providers.
  • Document all conversations, correspondence and actions into the case management system.
  • Maintain high level of accuracy and minimise errors.
  • Ensure follow-up requirements are clearly documented and ongoing cases are accurately briefed to new staff when required.

Allianz Global Assistance (AGA) Travel Claims

  • To support AGA travel claims team in Singapore by providing data entry support of claims details into the claims system.
  • Communicate with customers over the phone to propose AGA's incentive plan.
  • Work in a team environment to ensure proper case handling. Coordinate with claims team in
  • Singapore to ensure seamless turnaround time of claims assessment.
  • Work on projects as assigned by the Team Leaders and/or management.

Medical Case Handling and Assistance

  • To support AGA medical assistance team with administration of and communication on intercompany and outbound emergency medical assistance cases
  • Complete the requisite training for medical assistance as scheduled by Team Leads and
  • Quality & Training department.
  • Work on projects as assigned by the Team Leaders and/or management.

REQUIREMENTS

  • Minimum 2 years of relevant work experience in customer service/call center environment
  • Those with travel, medical or insurance background will have an added advantage
  • Effectively bilingual with a strong command of written and verbal Mandarin, other Chinese dialects and English
  • Good knowledge and familiar with local policy wordings and medical benefits reimbursement will be an added advantage
  • Possesses medical and technical knowledge of insurance will be an added advantage
  • Possesses Problem-solving skills and capability to handle and resolve member queries through the phone.
  • Able to work under pressure and multi-task on different tasks assigned.
  • Proficient in all Microsoft Office Applications
  • Able to work 3 rotating shifts, including weekends and public holidays